AccountId: 011433970860
ContactId: 13ef9321-39e7-4133-bbca-4a11a4c1cfd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100120 ms
Total Talk Time (AGENT): 42481 ms
Total Talk Time (CUSTOMER): 53550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/13ef9321-39e7-4133-bbca-4a11a4c1cfd0_20250417T15:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII]. I'm calling from Memorial Hospital West. Just need to verify eligibility on a patient, please.
[AGENT][POSITIVE] For sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII] and my what else did you just ask me? I'm so sorry.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][POSITIVE] Well thank you. 01670171 ML8.
[AGENT][NEUTRAL] So, could you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh uh [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify business and eligibility from what places have insurance?
[CUSTOMER][NEUTRAL] Um, eligibility, yeah.
[CUSTOMER][NEUTRAL] Memorial Hospital West outpatient.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. The member has $3000 per calendar year for outpatient services. This is not a guaranteed benefits, just a disclaimer of the policy coverage.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] Perfect. OK, and your name?
[AGENT][NEUTRAL] My name is [PII] and today's date is a reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, no, what was your last initial? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], OK, I appreciate it no you're good.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Have a great thank you you too, my dear bye bye.
[AGENT][NEUTRAL] Yeah.